Genesys Cloud - Main

Imagine you have an alert system that should notify you when an agent stays too long on a call, but it's getting confused: when agent B exceeds one hour on a call, the alert shows agent A's name instead, who was the first one to trigger that condition. This happens because the rule was created to monitor the entire team or queue, not each person individually. The system detects that someone in the group has exceeded the time, but since the notification is tied to the whole group, it ends up reusing the name of the first agent who triggered the alert, generating that incorrect information.

The solution is simple and straightforward: instead of creating a rule for the whole team, you should create individual rules for each agent. In Genesys Cloud, this is done by setting the rule type to "User" instead of "Team" or "Queue". That way, when that specific agent has a call that exceeds 3600 seconds, the system will trigger an exclusive alert for them, with their name correctly identified. The process is repetitive, as you'll need to create a rule for each voice and callback agent, but it's the only guaranteed way to have the correct name in real time.

It's important to keep two practical details in mind: first, the system allows a maximum of 100 rules per user, with only 50 active simultaneously, so plan accordingly. Second, if your team is large or has high turnover, creating rules one by one can be time-consuming, in that case, you might consider automating through Genesys APIs or using external tools. As a simpler alternative for live supervision, you can also use performance dashboards, which show each agent's talk time in real time, allowing you to visually monitor without relying solely on alerts.

Hi Camila! 

Thanks for your response. I currently do have a rule for each agent but do not have Voice and Callback separate, they are both in the rule and that makes sense on why I cannot see the Single Conversation metrics. I appreciate the assist! 

Imagine you have an alert system that should notify you when an agent stays too long on a call, but it's getting confused: when agent B exceeds one hour on a call, the alert shows agent A's name instead, who was the first one to trigger that condition. This happens because the rule was created to monitor the entire team or queue, not each person individually. The system detects that someone in the group has exceeded the time, but since the notification is tied to the whole group, it ends up reusing the name of the first agent who triggered the alert, generating that incorrect information.

The solution is simple and straightforward: instead of creating a rule for the whole team, you should create individual rules for each agent. In Genesys Cloud, this is done by setting the rule type to "User" instead of "Team" or "Queue". That way, when that specific agent has a call that exceeds 3600 seconds, the system will trigger an exclusive alert for them, with their name correctly identified. The process is repetitive, as you'll need to create a rule for each voice and callback agent, but it's the only guaranteed way to have the correct name in real time.

It's important to keep two practical details in mind: first, the system allows a maximum of 100 rules per user, with only 50 active simultaneously, so plan accordingly. Second, if your team is large or has high turnover, creating rules one by one can be time-consuming, in that case, you might consider automating through Genesys APIs or using external tools. As a simpler alternative for live supervision, you can also use performance dashboards, which show each agent's talk time in real time, allowing you to visually monitor without relying solely on alerts.